Student Experience Team Leader

Job Purpose

To provide senior administrative support and expert advice to academic staff within the School of Computing Science, in relation to learning and teaching activities. Support the Learning & Teaching Manager in the day-to-day operational management of a team of Undergraduate and Postgraduate administrators, to provide first class customer service and maximum efficiency and effectiveness.  This post will focus on Plan Building and Course Programme changes as well as supporting Good Cause, Fitness to Study and Student Conduct Cases.

Main Duties and Responsibilities 

1.  Responsible for the delivery of a customer-focused, efficient and effective administrative service to support the School’s learning and teaching activity, including liaison with key partners both internal and external to the School.

2.  Co-ordinate and contribute to programme and course administration for the full student journey, including: managing the coordination of all relevant documentation; work to support student recruitment; pre-arrival planning in collaboration with the academic teaching teams; welcoming students through the induction programme; supporting registration and enrolment; support for students registered with the Disability Service; on-course administration of programmes and courses; support for Good Cause and student conduct cases; clerking of programme boards; support for quality and academic enhancement work; and ensuring student records are maintained on MyCampus.

3.  Deliver an excellent customer experience, using knowledge and judgement to provide first-contact resolution for general enquiries relating to learning and teaching activities across the School with minimal supervision.

4.  Contribute to a culture of continuous improvement through identifying and implementing process improvements to enhance the student and staff experience.

5.  Plan and prioritise own and team workload, anticipating pressure points in the academic year, to ensure that deadlines are met, and an efficient service is provided to staff and students.

6.  Monitor team activities to ensure full compliance with University-wide policies and procedures, providing training and guidance as required including in relation to the management of confidential information and personal data.

7.  Support the Learning & Teaching Manager with training and mentoring colleagues, encouraging their professional development.

8.  As part of the professional services team, flexibly support the range of learning and teaching activities of the School as requested by the Learning & Teaching Manager and other Senior colleagues across the School.

9. Undertake any other relevant duties appropriate to the post/grade.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential:

A1  Scottish Credit and Qualification Framework Level 7 [Advanced Higher / Scottish Vocational Qualification Level 3, Higher National Certificate] or equivalent, and experience of personal development in a similar role.

A2  Awareness of University degree programmes and structure.

Skills

Essential:

C1 Excellent organisational and planning skills with the ability to use own initiative and exercise independent judgement under pressure to meet tight deadlines.

C2 Excellent communication skills and influencing skills, both verbal and written, to interact and collaborate effectively with a range of stakeholders.

C3 Ability to understand, apply and advise on policies, regulations, guidelines and standard operating procedures.

C4 Ability to respond and adapt to changing priorities and new concepts, techniques and methodologies.

C5 Ability to lead a collaborative approach to achieve team goals.

C6 Strong attention to detail and analytical skills, particularly when using data and information from multiple sources.

C7 Highly developed and proven interpersonal skills.

C8 Tact, discretion and the ability to maintain confidentiality.

C9 Ability to support the performance and development of colleagues.

C10 Ability to clerk meetings, including preparation of papers, note taking and communication of actions.

Experience

Essential:

E1  Proficient use of IT packages including the Microsoft Office suite.

E2  Proven initiative and judgement to identify priority issues, propose and implement solutions.

E3 Significant and relevant administrative experience, with evidence of progression and development gained through relevant work experience in a busy office environment.

E4 Demonstrable experience of working with a variety of stakeholders and building effective relationships.

Terms and Conditions

Salary will be Grade 6, £32,332 – £36,024 per annum.

This post is full time (35 hours per week) and open ended.

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

3 A flexible approach to working.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community

https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/

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